Essays about: "Bianca Johansson"

Found 1 essay containing the words Bianca Johansson.

  1. 1. Return for Free or Charge a Fee? - An experimental study of how a free return policy influences Swedish consumers' product quality perception and return intention in e-commerce

    University essay from Handelshögskolan i Stockholm/Institutionen för marknadsföring och strategi

    Author : Bianca Johansson; Helena Zhang; [2022]
    Keywords : Customer returns; Product returns; Return policy leniency; Free return policy; Return intentions;

    Abstract : As the e-commerce market is rapidly growing and the number of retailers offering a free return policy is on the rise, the issue of increased customer returns and their effects on consumer cognition and behavior needs to be addressed. Therefore, the purpose of this study is to gain insights on how a free return policy affects the product quality perception of Swedish consumers in an e-commerce setting, both in the pre-purchase and the post-purchase stage. READ MORE